Advanced Analyst, Infrastructure CX

TL;DR

Advanced Analyst, Infrastructure CX: Providing white-glove Level 2 & 3 technical support for end-users and technology assistance, while improving existing processes and infrastructure. Focus on troubleshooting a wide range of end-user technologies, managing service desk software, and collaborating across various infrastructure teams.

Location: Atlanta, Georgia. This role requires a hybrid work schedule with at least four full days each week working in an hirify.global office. Candidates must be based in the US.

Company

hirify.global is one of the world’s leading independent global investment firms, solely dedicated to delivering an investment experience that helps people get more out of life.

What you will do

• Provide Level 2 & 3 "White Glove" technical support, including collaboration solutions and inventory management.
• Manage the TechStop kiosk, offering support to internal business partners and documenting work in ServiceNow.
• Instill a culture of white-glove service and continuously improve working practices.
• Work across Tech Infrastructure teams (Run and Build) to resolve current issues and plan for the future.
• Identify and lead improvements within Technology infrastructure to streamline systems' efficiencies.
• Collaborate with site leads and other Technology teams to deliver world-class services.

Requirements

• 3+ years of technology-related expertise in a client-prioritized, service-oriented environment.
• Strong decision-making, follow-up, follow-through, and priority-setting skills.
• Proven experience with a variety of end-user technologies.
• Strong troubleshooting skills in Audiovisual, Telephony, Networking basics, Windows OS, Apple iOS, Printing/scanning/faxing.
• Experience with Apple's Remote Support technology, Apple Remote Desktop, Mac OS, MS Office for Mac, and Mac imaging solutions (e.g., JAMF Pro).
• Experience supporting meetings using Microsoft Teams, Crestron, and Polycom devices.
• A strong understanding of ITIL methodology.

Nice to have

• Experience in Financial Services or other regulated industry sectors.
• A Bachelors or Associates Degree and/or certifications in related disciplines.

Culture & Benefits

• Comprehensive compensation and benefit offerings.
• Flexible paid time off and parental leave benefits.
• Hybrid work schedule (at least four days in office).
• 401(K) matching and discretionary supplemental contribution.
• Health & wellbeing benefits and employee stock purchase plan.
• Culture of inclusivity and commitment to diversity.